Business process management refers to a process of managing operations which includes different methods in order to discover, modeling, analyzing, measuring, improving, optimizing and industrialized the process of business. This process helps to improve the process of business from one end to another end through the above mentioned steps. It is a combination of art & science as well in terms of the steps that includes in this process. The main aim of this process is to make improvement in the existing business process in terms of many ways which depends upon the various objectives such as reduction of cost, reduction of time in terms of execution & reduction of rate of error. It is all about the management of the whole activities related to the business, decision making process. At the end of the day it adds value to the organization in terms of customers as well. For this reason this process is also termed as chain of events which relates activities & decisions by taking the initiatives in terms of improvements.
As per the given case study of Ballarat Dentistry, it able to provide different services to the patients such as orthodontics, cosmetic dentistry and general dental services. According to this case study it can be seen that each & every new patients should go through an all inclusive process which includes several test related to dental health of the patients that prescribes by the dentist. This all inclusive process refers to the examination process which means the analysis & assessment of jaw & the joint section of jaw. This overall process takes near about 1 hour and 30 minutes for the completion of it. After all this process of examination, the result of the examinations is discussed in between the patients & dentist & the dentist gives a schedule to the patient to take care of his/her problem along with a copy of the package of dental care procedure. There are mainly three departments which are divided as general dental, orthodontic & cosmetic dentistry. This is all about the given case study and we going to discuss about these business process management of Ballarat Dentistry through various steps as per below.
Process categorization model
Process categorization model is related to the process identification in terms of designation phase which helps to understand the business procedure of any organization. This includes the interrelationship of several factors as well. Under this designation phase, there are different categorizing model of process among them two are well known which are Porter’s model proposed in the year of 1985 and Earl’s classification proposed in the year of 1994 (Pietron, 2010). Among this two, Michael Porter’s model is named as value chain model followed by various steps which are primary, support & margin & also an important tool of categorising procedure of business whereas Earl’s classification complies all the basic ideas. This Earl’s classification is also divvied into several steps such as core processes, processes of support, processes of business network and processes of management. In this context of Ballarat Dentistry, we have considered earl’s classification as the process categorization model which is discussed below –
This Earl’s classification sums up the basic ideas regarding the classification of the process through the steps as per the diagram by adding its value chain target & project structure. Firstly the core process refers to the basic ideas related to the business operations which is directly connected to the external customers just like the new customers of the Ballarat Dentistry & it also consists some primary activities which includes the value chain as well. Process of support is generally deals with the internal customers by providing supportive activities with respect to the core process. In this context it refers to the existing or old customer of the Ballarat Dentistry. In general, it indicates to the administrative activities or specifically the secondary activities of the value chain. The next step is the process of business network which is the process of extension apart from the barriers of the specific organization which includes several factors like suppliers, customers and associates (Pietron, 2011). Here, customers refer to the patients in this context of the case study. And the last one is the process of management which is most important one. It includes the plans of the organizations in order to control the resources in a specific way for the development in terms of further progress of the organization (Lema?ska-Majdzik & Okr?glicka, 2015). Throughout this model as per the various processes, the main aim is to identify the staffs of the various department of the organization that is Ballarat Dentistry here & then implement the process model in order to generate a process management system of business for which awareness regarding the respective department of special treatment options such as general dental, orthodontic & cosmetic dentistry as per this case study which are provided to the various patients as per their problems.
The capability maturity model is a methodology which is generally used for the developmenmt of process of any specific organization in terms of software development. This is five level model as shown in the below diagram.
In this CMM level, the first one is initial level which is applicable to the unorganized process in order to get success by providing individual efforts & this is not a repeatable process. The next one in the repeatable level in which the basic techniques of the process of the management of the project has been established & in order to get success this process can be repeated. Next is the defined level which refers to the development of the own software in order to manage the whole procedure of the business of any organization by paying attention to the process of documentation, standardisation, and integration as well. Managed level describes the controlling & monitoring procedure of the own data of the organization via the process of data collection & analysis. And the least level is the optimizing level in which the process is optimized in a constant manner for the improvement by taking the feedback from the existing process. In this level introduction of new innovative ideas in terms of process is also included as per the requirement for the betterment of the organization to fulfil the particular needs of the customers as well (Dumas).
In this context the as per out point of view, the organization Ballarat Dentistry is in managed level as it able to control & monitor their own process of business management through the data collection procedure & data analysis process of the patients who comes to the dentist. So the CMM level is 4 in this context of the given organization.
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Case types |
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General Dental |
Orthodontic |
Cosmetic Dentistry |
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Management |
Process |
X |
X |
X |
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Risk |
X |
X |
X |
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|
Operations |
Registration |
X |
X |
X |
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Finding consult |
X |
X |
X |
|
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Comprehensive examination |
X |
X |
X |
|
|
Initial & follow-up treatment |
X |
X |
X |
|
|
Maintenance treatment |
X |
|||
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Panoramic dental x-rays |
X |
X |
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Support |
HRM |
X |
X |
X |
|
ICT |
X |
X |
X |
|
|
Finance |
||||
|
Development |
X |
X |
X |
A case function matrix derives into the process landscape model in this context of Ballarat Dentistry case study by applying guidelines (Dijkman, R., Vanderfeesten, I., & Reijers, H. 2011).
Process model for the general dental procedure
Process Model for Orthodontic
Process model for orthodontic care
As per guidelines of the 7PMG, there are several ingredients which should be used in the process model. As per the above model of the process, it can be stated that only eight models have been used which is presented as step by step procedure. However the last two elements are about the billing procedure which can be merged into one. (Mendling et al., 2010). The model follows all the guidelines as presented in the 7PGM model which includes the minimization of the route, using of one start and end event in the process model, the model should be structured etc. According to guidelines one of them which is verb-object activity labels are absent in some of the elements of the process model.
As per the diagram of the process model of orthodontic care, it can be said that all the elements of the guidelines of the 7PGM can be merged in order to reduce the number of elements in the process model. The model should have minimum routes per element. According to the guidelines there should be one start event and one end event. In accordance with another point of the guideline, the model should be structured (Anand et al., 2012). In this model, as per the guideline there is some error related to the verb-object activity labels that are present.
Registration or updating information of patient = 30 minutes
Comprehensive test = 1 hour and 30 minutes = 90 minutes
Discussion of findings = 45 minutes
Initial treatment giving procedure = 1 hour = 60 minutes
Maintenance treatment giving procedure = 45 minutes
Payment making = 5 minutes
Booking of next appointment = 5 minutes
The cycle time for general dental care procedure = (30 + 90 + 45 + 60 + 45 + 5 + 5) minutes = 280 minutes = 4 hours 55 minutes
Registration or updating information of patient = 30 minutes
Comprehensive test = 1 hour 30 minutes = 90 minutes
Discussion of findings = 45 minutes (depending on the availability of the report such as panoramic X-ray report which takes time up to 7 days)
Initial treatment giving procedure = 2 hours = 120 minutes
Maintenance treatment giving procedure = 45 minutes
Payment making process = 5 minutes
Booking for next appointment = 5 minutes
Hence, cycle time for orthodontic care = (30 + 90 + 45 + 120 + 45 + 5 + 5) = 340 minutes = 5 hours 40 minutes
Modified general dental care process model
Modified comprehensive test model
The above process model is for general dental care the issue which is noticed in cycle time calculation stage that it takes a lot of time. Among all others, comprehensive test is taking more time for the completion of the procedure than others. Measurements can be taken for doing the improvement of the whole operating systems which is linked up with the process of the comprehensive test. Technical up gradation of all these systems is all needed in order to speed up the process of comprehensive tests mainly & others as well. Hence, the reduction of the overall time which is required for the completion of the general dental care process can be made.
The above process model is for orthodontic care & the main the issue which is noticed in the process of cycle time calculation stage is that it takes a lot of time. Among all others, panoramic dental X-ray is taking more time for the completion than others which can take up to 7 days. Measurements can be taken for doing the improvement of this particular process which is linked up with the overall process. Technical up gradation is also needed in order to speed up the process mainly the dental X-ray & others as well. Therefore, the reduction of the overall time which is required for the completion of the orthodontic care process can be made.
BPMS stand for business process management system. It is a conceptual architecture or framework which is used to develop solution for the business related organization such as Ballarat Dentistry as mentioned in the case study. It also named as the life cycle of the business process management. This includes several stages for the management of business process starting with the identification of the process of the business, followed by the process discovery, analysis of the process, redesigning of the process, implementation of the process & ends with the monitoring & controlling of the process as per the below diagram.
The first step is the identification of the process which refers to the overall view of the process flow in the organization & interrelationship of all the factors to each other within the organization. Next stage is the discovery of process which is also known as as-is process modelling or process design & indicates the current state of the process that is involved in the business. Analysis of the process is another stage of this framework which is also associated to the previous stage as well (Silver, 2011). In this stage, performance is measured in terms of the output by giving priority to the issues, their impacts & also to the efforts which are involved in order to resolve them (Jacobs et al., 2014). Redesigning of the process is the modification of the existing process which is also termed as improvement stage of the existing process of the business. In this stage several changes can be done by analyzing the existing process in the previous steps in order to fulfill the goal of the organization by creating a to-be process model & its implementation which is the next stage of this framework. This implementation procedure is basically based on two specific aspects which are management of organisational change management and process automation in general where management of operational change indicates the activities which are required in order to change way of working & automation of the process refers to the development and deployment of IT systems to support the existing system of the business process (Recker et al., 2009). The last stage is about the monitoring & controlling procedure of the data mainly which are collected & analysed in order to determine the performance.
In this context of the case study, the above architecture of business process management system is applicable for the Ballarat Dentistry & the steps are already followed which is shown in the above points of discussion.
Conclusion
From this discussion of the report, it can be concluded that the topic business process management is examined thoroughly by explaining various steps in the context of Ballarat Dentistry case study. We can get an overview of designing a management of the process of business which includes business process management architecture & various analytical tools as well.
References
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